Sunday, March 28, 2010

For those of you who know me, you know I love coffee and more specifically Starbucks. There are so many things that I admire about Starbucks: their brand, innovation, commitment to excellence and their customer service. These are all initiatives that are difficult to scale but they have scaled and done it without compromise. That deserves respect right there.

I recently went into a Starbucks and they were out of soy. No big deal but I wrote them anyway. Mostly because there is a 24 hour grocery store across the street and I was perplexed why they could not have walked 30 feet and bought more.

First, they responded to my concern within 6 hours. Then they asked me to fill out a survey if their response met my needs. THEN, they sent me a coupon for a free coffee for the inconvenience of my experience.

Timely and appropriate response, proper follow up, escalated to the store and Regional Manager to either train or tighten up the process and then opened the door an invited me back. Absolutely fabulous.

About Me

As a Management Consultant working with Start Up's and Small/Medium size businesses, this forum is to share experiences from the front lines on sales, marketing, people talent, interviewing, sales management and other business related topics.
www.IndigoOceans.com